Booking.com Hotel Review Response Template
Booking.com is the world's largest OTA by room nights, and its review system is structurally different from Google or TripAdvisor: reviews are score-based (1–10) across 8 categories, always verified (only guests who completed a stay can review), and displayed to travelers mid-comparison — when they're actively choosing between properties at similar price points. A management response that addresses a specific score gap (e.g., a low staff score) tells future bookers that the issue is known and being worked on, which meaningfully improves conversion.
THE TEMPLATE
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Copy, customize, and use it as-is — or make it your own.
Dear [GUEST NAME],
Thank you for staying with us at [HOTEL NAME] and for sharing your experience on Booking.com.
[POSITIVE: We're so pleased to hear that [specific element: room, location, breakfast, staff] was a highlight of your stay.]
[IF LOW SCORE ON SPECIFIC CATEGORY: We noted your score for [category] and sincerely apologise that it didn't meet your expectations. We have [specific action] to address this.]
We hope to welcome you back to [HOTEL NAME] soon.
Kind regards,
[YOUR NAME]
[HOTEL NAME]
TEMPLATE VARIATIONS
More Ways to Use It
Same structure, different tone. Pick the one that fits the situation.
Version 1 — High overall score (8.5+), brief warm response
Dear [GUEST NAME], thank you for this wonderful score and your kind comments — it means a great deal to our team. We're so glad [specific highlight] made your stay memorable. We hope to welcome you back to [HOTEL NAME] very soon.
Version 2 — Mid score (6.5–7.5), mixed experience with low staff or cleanliness score
Dear [GUEST NAME], thank you for your feedback. We're glad [positive element] was a positive aspect of your stay. We're sorry the [staff / cleanliness / facilities] score fell below expectations — we've reviewed this internally and [specific action taken]. We hope you'll give us the opportunity to improve your experience on a future visit.
WHEN TO USE
Use for all Booking.com hotel reviews. Note that Booking.com has a 3-month window for responses — after that, the option closes. Prioritise negative reviews (below 7.0) and mid-range reviews (6.5–7.5) that are closest to the critical threshold. For TripAdvisor hotel responses, see the TripAdvisor hotel response template.
CUSTOMIZATION TIPS
Booking.com displays the average score for each category (Staff, Cleanliness, Comfort, Facilities, Value, Location, WiFi, Breakfast) on your property listing. A response that specifically references a low category score tells future guests the issue has been acknowledged and addressed — this is more powerful than a generic apology.
Booking.com guests are often price-sensitive OTA bookers — they chose you partly on value. Responses that reference value improvements (new amenities, upgraded breakfast, etc.) are highly relevant to this audience.
Keep responses to 80–120 words — Booking.com's interface gives your response limited space before truncation in the main listing view.
For resort or all-inclusive properties: Booking.com's audience differs from TripAdvisor's — focus responses on facilities, included services, and value rather than ambiance or culinary detail.
How does Booking.com calculate the property score?
The overall score is a weighted average of the 8 category scores. Staff and Cleanliness tend to have the highest weight and most influence on overall perception. A property scoring 9.0+ overall is typically averaging 8.5+ across all categories — one low category (e.g., 6.5 on WiFi) can drag the overall score significantly.
Can hotels ask Booking.com to remove a review?
Only for reviews that violate Booking.com's content guidelines (inappropriate language, not related to the property). Booking.com is strict about removal and only accepts reports via the Extranet. Unlike TripAdvisor, Booking.com has lower acceptance rates for removal requests — professional responses are the primary management tool.
What is a good Booking.com score for a hotel?
8.0+ is "Very Good" and receives above-average visibility in search results. 8.5+ is "Fabulous" — properties at this threshold receive a "Fabulous" badge that drives meaningful CTR improvement. 9.0+ is "Wonderful" and places you in the top tier of your comp set in most markets. Below 7.5, you'll be deprioritised in non-price-filtered searches.
